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Customer

Meeting Customers Expectations

We help our clients achieve successful outcomes by focussing on customer expectations and your employee experience. Our approach ensures that customer expectations are met, organisational improvements are delivered and performance improved.

Customer Insight and Analysis

End-to-End Customer Journey Mapping

Customer Experience Strategy

Customer Experience Improvement

Helping customers achieve their potential

Engage

We engage with your customers to gather insights to help identify the ‘gap’ between the customer experience and their expectations. Our customer journey mapping process helps to identify areas for improvements. We can review the brand awareness and positioning and develop a customer insights report to clarify customer perceptions on the business.

Energise

We use customer insights to energise people across the business to focus on improving customer experience. We identify and implement quick wins, creating 4 day, 4 week and 4-month service improvement plans. We can undertake a market analysis and review of products and services, to support marketing strategy and sales planning.

Embed

We develop continuous improvement plans to embed the changes made to the customer experience. This includes reviewing the alignment of all key systems and processes with customer needs and recommending re-alignment where necessary, as well as developing appropriate, customer-focused measurement systems.

Evaluate

Throughout the Engage, Energise and Embed phases we assess current performance, agree future measures of success, measure individual initiatives, introduce review, feedback and improvement mechanisms and develop ongoing measurement and monitoring systems.

Customer and Employee Experience Services

Customer Experience Programmes

An independent evaluation of your customers identifying what you are doing well and what could be improved, leading to actionable insights.

Employee Experience Programmes

Your people are the key to your success. We’ll team up with you to develop long term relationships with your employees, seek input to improvement plans and embed change.

Customer Experience Journey Mapping

Understanding your Customers Experience journey is a core part of producing an effective Customer Experience strategy.

CX Maturity Modelling

Sometimes it is necessary to take a step back and review the effectiveness of what you’re doing. Our CX maturity modelling will review processes, identify gaps and benchmark results against similar type organisations.

Voice of Customer Programmes

Our managed CX programme that will gather voice of the customer data and key CX metrics after each stage of the customer journey and deliver them direct to the desktop of the people who need the information most.

Success stories

Quantified drivers of customer satisfaction

Customer journey improved and complaints reduced by 75%

Hospital acquired infections reduced to zero for 18 months

Customer satisfaction increased by 10%